Dear Christian, We were sorry to read your one-star review and note you have left this on behalf of the occupier, as you are not the named occupier. Prior to the end of any tenancy, an Occupier is asked to return the property in the same condition as recorded in the inventory at the start of the tenancy (allowing for fair wear and tear). Cat hair and rubbish left outside the property, does not fall within ‘fair wear and tear’. At the start of the tenancy, the curtains were not recorded as having ‘cat hair’ present. By signing the Occupation Contract, he has agreed to, ‘keep the dwelling, clean and tidy and respectable including keeping curtains or blinds clean’. The curtains were not left clean. Johnsons quoted £80 to clean a set of long curtains. To therefore go to the property, take down the curtains, take the curtains to Johnson’s, recollect the curtains, rehang the curtains – I believe a claim of £85 is more than fair. Of course, if the Occupier wanted to replace the curtains for a brand-new pair at £40, as noted in your review, the Occupier had every opportunity to check with us before vacating the property. Every deposit is protected within a Custodial Scheme, it is therefore not possible for us to 'take' £85 from a deposit. When a claim is submitted an Occupier, you can choose to agree or disagree to that claim, in this instance the Occupier agreed to the claim and chose not to provide the Custodial Scheme with evidence to the contrary. As the Occupier knows, an independent damp specialist carried out an assessment of the property and did not find damp at the property. In relation to the rubbish that the Occupier left outside the dwelling, we understand the Occupier paid the Council to remove his rubbish. Unfortunately, the rubbish has not been removed. It remains his responsibility to ensure that whoever he pays to remove the rubbish, does so, on his behalf. Ruan, our Maintenance manager, has quite rightly followed this up with the Occupier. We strongly recommend that he takes this matter further with the Council, as we are now receiving complaints from other residents. If the rubbish is not removed, the Landlord may wish to pursue this matter via the Court. Kind regards Sally Schofield Belvoir Response to reply Thank you Christian for escalating this with the Council. Unfortunately, when rubbish is left outside the property, other individuals can mistake this for being an acceptable place to leave rubbish, which of course it isn’t. Calling the Council to remove your own rubbish, is not doing us a favour, the Occupier has a contractual obligation to ensure all his rubbish is removed at the end of his tenancy. It is not our job to chase the Council for the removal of his rubbish, this is a matter for the Occupier who left the rubbish. With regards to reports of damp, we take our guidance from the professionals and instructed a damp specialist to assess the rental property. Their report states moisture levels were below the threshold and no damp was found to be present at the property. Ruan does not deal with deposit claims so the Occupier will not have been liaising with him at this time. However, I accept Ruan will have been persistent in his emails to remove the rubbish, as the property was vacated on the 27th July and the rubbish left behind still remains in situ. If the rubbish is not removed by Tuesday 10th September, we will advise the Landlord and as mentioned, he may choose to pursue this matter via the Court. We will not reply further, if you wish to discuss the removal of the rubbish, please contact our office.

Dear Jacob, we were extremely aggrieved to read the content of your recent review. As you have shared your feedback so publicly, it is only fair that we also provide our perspective. Prior to the start of your tenancy, we provided a very detailed inventory report with supporting photographs to verify the condition of the property when you moved in. Prior to you moving out, we ask that you return the property in the same condition (fair wear and tear permitted). At the checkout, we completed a detailed report with photographs ( a copy of which you have), to support the condition, in which you returned the property. Any changes above wear and tear can result in a claim on your deposit - there is no scam! We (nor the Landlord) hold your deposit. It is secured with The Deposit Protection Service, a custodial scheme which is in place to protect your deposit. Any claim we are asked to submit, on the landlord's behalf, has to be supported with evidence. You have every right to dispute this claim (as we have already explained to you), The DPS will then appoint an independent arbitrator who will look at the evidence and will award accordingly. Sometimes this can go in favour of the landlord and sometimes it can go in favour of the tenant - no scam! We have many photographs which we can share publicly if you so wish, to show that you did not leave the property in a 'clean' condition. The quote for the clean is for the full flat and includes the removal of all dirty marks on the doors, intercom system, skirting boards, electrical sockets and switches, inside kitchen cupboards, carpets, window frames and sills, a clean to areas of the fridge and washing machine dispenser etc etc. We would also advise you that accusing our behaviour of being 'criminal' is defamatory because you are accusing us of breaking the law. Such an accusation is baseless and should it be repeated, we will be contacting our Solicitors. Interestingly, after writing your review, we note you have agreed to the full claim that was made against your deposit and didn't ask the independent arbitrator at The DPS to review the photographs showing the 'clean' condition in which you left the flat.

Very sorry to read your review Julie. I understand that you are disappointed and frustrated that you did not get to rent the property you wanted. As I'm sure you can appreciate as Letting Agents we take all instructions and ultimate decisions from our clients, no final decisions are taken by ourselves. However, for the purposes of clarity we need to state that your description of our behaviour and actions are not ones we recognise and are indeed at complete odds with your recollection. We hope you find another property that meets you requirements very soon.

Hi, we do not have your name so we can't find your details on our system could you please e-mail Julie Rennie (Office Manager) on wrexham@belvoir.co.uk so that we can look into this further for you and see how we can improve your customer experience with Belvoir Wrexham!

Dear Katarzyna, it is with regret that you feel it necessary to submit a low review via Google. We understand you are unhappy with the outcome, however there are certain contractual obligations that you have to uphold as a tenant and despite these being explained to you prior to the event in questio n, these obligations were not met. As an agent we manage properties on behalf of the landlord and will always have to take instruction from our client, which we have done in this case. The contract is a legal document and the landlords wished to hold you to this contract; we are sorry that you are unhappy with this outcome. Kind regards, Sally Schofield

Dear Kevin We were sorry to receive your review on Google and understand this relates to maintenance issues in a rental property. I have checked all our records and I do not have you connected to any of our tenancies. At Belvoir, all tenants have access to an online maintenance reporting system w hich is accessible 24 hours, 7 days a week, I have checked this system but again cannot find any report under your name to enable me to respond in full. We do carry out regular checks of all our managed properties which enable us to identify any maintenance issues as well as an opportunity to check the property is being looked after - some issues may fall to a landlord and some issues may fall to a tenant to address. If the responsibility lies with the landlord, we usually have a level of authorised spend to enable us to instruct a contractor, however if no authorised spend is available, there are occasions when we may need to get the landlord's agreement before commencing with work. If you have an opportunity to call us, I would be very grateful so we can discuss with you in more detail. Sally Schofield

Dear Karl, obviously we were disappointed to see your review and as your comments have not explained what element of our service you were disappointed with we therefore checked all our databases for your name and have found nothing for you. You are not listed as a tenant, you have not booked a viewing for either a rental or sales property, you have not contacted us by email and are not involved in the sale of any property. We would therefore be grateful if you could contact us on 01978 340030. Many thanks Sally Schofield

Hi Nigel , I was sorry to read your review and to hear that you didn't have a great experience with viewings. I have investigated this further and understand you were booked in for one viewing and hoped to see another property on the same street on the same day. Unfortunately, at this time, this pro perty was occupied by tenants within their notice period and we were unable to gain confirmation from them to show you this additional property. We are however sorry for any inconvenience that this caused you

Hi Laura, We have been extremely busy since lock down restrictions have lifted and we are sorry we didn’t respond to your request promptly. We sincerely apologise that a member of our team did not contact you to let you know we had received an application. If you are interested in another property with us, we would be more than happy to attend and get a video to send to you or carry out a face time viewing whichever would be easiest. Our sincere apologies once again.